How Ridge Scaled Support, Boosted Revenue by $2.1M, and Saved $500K — While Lowering Headcount

min read

$2.1M

Support-driven revenue

30%

Self-service automation

$500k

Saved on support costs

What Ridge Says:

"We used to have 4 full time social media managers, Richpanel’s AI-powered solution now manages 12,000 comments monthly with a 93% accuracy rate (only 7% requiring human intervention, so 1 person part time), saving 391 man-hours per month while operating 24/7.

— Stephanie Bingham, CX Project and Communications Manager @ Ridge.

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🛑 Ridge’s Support Was Unsustainable Under Continued Growth Pressure

Ridge was scaling fast as a $100M+ DTC brand, but its customer support operations were under pressure:

10,000+ weekly tickets
12,000+ monthly social media comments
A need for multilingual and multi-channel support
Warranty and return inquiries demanded agent time
Legacy CRM (Kustomer) lacked robust reporting and efficiency
Hiring more agents wasn’t financially sustainable

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💸 Inefficiencies Were Bleeding Time, Money, and Customer Trust

The cost of not changing was steep:

Increasing headcount = more operational costs
Inability to scale CX without hurting brand experience
Missed revenue opportunities in support channels
Inefficient workflows wasted agent time and customer patience

Ridge quantified the opportunity cost: $500k saved on support costs, 391 man-hours/month freed from social moderation, and improved CSAT from 82% to 90%.

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🚀 Scale Support Without Compromising Premium Experience

What Ridge wanted:

Scalable support without adding headcount
More automation and self-service for common tickets
Unified platform that integrates support + social media
Maintain or enhance premium CX

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🧭 A Fast, Phased Rollout That Delivered Immediate Results

Richpanel executed in three phases:

Rapid Migration: Switched from Kustomer in 2 weeks
Self-Service Optimization: Built flows for top 3 issues (order status, returns, warranty) → 80% resolution rate
Social Media Enhancement: AI social manager hit 93% accuracy and slashed human effort

Also included was a full team agent training before going live.

AI analysis of their top contact drivers which led insight-led flow creation.

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❓ Automation Skepticism Crushed by Performance and Satisfaction

Objections handled:

Concern over automation harming the premium feel → disproven by CSAT gains
Skepticism over AI accuracy → proven at 93%+ accuracy with low intervention
Risk of slow rollout → entire system live in 2 weeks
Cost effectiveness? → $2.1M in revenue, $500k saved, 5 fewer agents needed

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📈 Support Became a Revenue Engine — Not a Cost Center

Final results:

$2.1M support-driven revenue
80% automated resolution
CSAT jumped to 90%
Reduced support headcount, increased NPS
Social media moderation fully offloaded to AI

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Want to save on software costs while improving customer satisfaction?

Book your 30 min Richpanel demo today

We’ll migrate you during your 14-day free trial, with a 60-day money-back guarantee of minimum 30% automation & 30% cost savings.

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